As operations coordinator, I was responsible for supporting Cincinnati Children's on-site pharmacy and provided daily, weekly, and monthly reporting for prescription fill counts and costs. I completed billing reconciliation within EPIC software and was main troubleshooter for appropriate billing overrides and complex claims resolution. I expedited prescriptions for international and transplant patients by providing price quotes and cross-functioning between care teams, embassy representatives, pharmacy staff and pharmaceutical buyers.

I provided daily administrative support to financial investment advisors by completing applications/forms for new investment accounts; daily reconciling financial portfolios for 1,300+ clients by validating correct pricing and account transactions; in addition to producing quarterly/monthly financial reports. I assisted with accounts receivable/payable by completing management fee reversals and generating invoices. During my time at AMG, I identified opportunities for process improvement and automation to reduce manual work and save FTE’s.

In January 2020, I was offered a stretch position of Workforce Management Professional 1 supporting Humana Specialty Pharmacy. After quick growth and experience gains, I transitioned into the role of a Business Analyst (WFM Professional 2) in March 2021. I manage intraday reporting, forecasting incoming volumes for all departments, and projecting our performance as a pharmacy on a daily/weekly/monthly/annual scale. I complete ad-hoc projects to analyze data and metrics to help explain trends I've identified within the pharmacy. I have gained data analysis experience, along with an understanding of new reporting platforms (Five9, CMS, Tableau) that I work with to create my dashboards and reports. I operate independently as a communicator and collaborator between operations and workforce management to help them both accomplish their goals through workforce optimization, new system implementation, and process improvement.

Part of the Business Development team at Humana Specialty Pharmacy, I was inside sales support for the field sales representatives. I was a liaison between Humana Specialty Pharmacy, providers, and patients. I maintained relationships with contacts at the provider's office and assisted with escalated concerns and prescription questions, working to support offices and patients. In October 2018, I became the Senior Inside Sales Support Representative for our team and I created development plans and goals for future inside sales representatives as they continued to grow the outside sales base.

After starting in Clinical Services, I accepted a position on the Escalation Resolutions team, working to troubleshoot and resolve high-priority cases and complaints. This role has provided me with the opportunity to practice de-escalation techniques in order to retain members; to become more knowledgeable of insurance claims, billing, and pharmacy policies; and to troubleshoot, research, and determine the root cause of the issue in order to educate and prevent it from happening in the future.

I work under the supervision of a pharmacist and collaborate with healthcare professionals to help provide members with their mail-order prescriptions.

I helped sales reps and customers smoothly transition to the new Apartments.com website by highlighting new capabilities and website features. I earned a 93% Customer Satisfaction Score by providing positive resolutions to over 3,000 customer calls and email cases. This position was contracted through Addison Group.

I completed both short-term and long-term work assignments that were contracted through Addison Group.

As a receptionist, I maintained the front office by greeting clients, managing the conference room schedule, making copies, laminating documents, and answering/transferring phone calls. I also created training sheets, technical documentation, and reference sheets for new hires. When I was available to help, I used Canva to create promotional materials (handouts, sell-sheets, flyers, etc.) for supervisors and managers of the sales team.

As a customer service representative, I used internal systems to answer inbound sales calls, submit EFT payments, check product inventory, place orders, and assure customer satisfaction. I also researched craft beer and wine reviews/trends to give informed recommendations to retail accounts. When I was available to help, I assisted the Accounts Payable team with administrative functions including filing, data clean up, and EFT batch validation.

I answered sales and customer service calls in an inbound call-center setting for Delia*s and Alloy clothing companies. I was able to research their clothes and offer sales suggestions to customers. When available to help, I also mailed return shipping labels to customers.

I trained and led over 25 employees on internal systems, customer concern resolutions, and food preparation.